Sure Signal Fiasco

[Debol16]

We bought a sure signal box 4 or 5 months ago to replace one attached to Hubby;'s corporate account which stopped working. This was the start of our problem - getting anyone at vodafone to grasp that we wanted to buy the suresignal ourselves and therefore did not need permission from hubbys employer was beyond painful and took over two hours one Saturday afternoon. However, eventually it was purchased, installed and working fine. We both have Vodafone work mobiles which will not work at all in our home without a Suresignal box. Today the box has stopped working again. Low and behold we have struggled again to get anyone at Vodafone to grasp that they do not need permission to talk to us from the corporate account holder because the sure signal box does not belong to the corporate account holder - it is ours! From the message on the Vodafone site when hubby reset his password  it looks as though they have the wrong mobile number registered against the account (we do not recongise the last 4 digits. We are now wondering if they have somehow allocated our suresignal box to someone elses account (we know it was correct a month or so ago when it went wrong before) - which might explain why it has stopped working. To cap it all in the FAQ's Vodafone helpfully suggest that you can call 191 from your Vodafone mobile?!! If I could do that from home I woundn't need a Sure Signal Box would I?!! Other than hanging myself from sheer frustration does anyone have any suggestions on how to get some sense out of this company. I have a full on work day planned tomorrow but without a mobile signal I am not going to be able to work and nor is my hubby.

[peterbenson]

No have not received anything. No acknowledgement at all

[peterbenson]

This just gets better and better. Remember I said it took 3 days to get my account reinstated, well I just tried to access it and now the details the live chat operator gave me, it won't recognise, so even if I could get a signal I apparent don't have an account any more. What on earth is going on.Is therer nobody prepared to sort this mess out. Nearly one thousand people have viewed my first post. Isn't anyone embarassed enough at Vodafone to sort this. What dreadful PR

[maddocks2379]

noboby does, i've sent 6 maybe 7 emails on 2 occasions in the last 6 months, never ever received a auto reply. i think they ask you to email with the code so it knows which bin to file into

My SS has stopped taking connections, VF told us to factory reset our phones?! or trying plugging it into mains with another cable (although it plugs direct). pointless advice

update: i have just managed to get mine up again by de and re registering the SS (why support couldn't have thought of this i dont know) now i just have to hope it doesn't blow up as it runs too hot already

[peterbenson]

So sorry you have had problems as well. I thought I was the only one. Makes me wonder if it's worth getting a sure signal device if it lands you with even more problems than being without one. I cannot believe how disgracefully Vodafone deal with problems. I think you're right its to know which bin to file it in as it is clear nobody at VF gives a damn. I've been at this a week now and not a single person at VF has had the decency to help.

What a disgrace! Probably next call is the ombudsman

[maddocks2379]

can you access your vodafone account? you can select suresignal under manage services and add new numbers, if still noluck still try deregistering it and reregistering it again.

VF customer service does border on insulting with unknowledgeable staff, my boss is having insane issues with his account, staff accusing him of fraud cos they did their jobs wrong for 1 example. I think things have gone so wrong they can't get back above water

[peterbenson]

That sounds quite dreadful. How ever did they get so big and cumbersome. As regards my account, the 3 days it took me to get it back was solved my an online chat rep who set it all up and said give it a day to settle. I did that with the log in details they gave me .It worked but because no signal could not complete with security code. Now with same details it won't even recognise who I am and the thought of another 3 hours talking to live chat or on the phone is so depressing I am hesitating in starting it all over again. Staring to lose the will to live. If anyone at vodafone reads these comments for god sake start helping your own customers.

[Rahim]

@peterbenson I've sent you a new private message with details on how to get in touch.

@maddocks2379 Sorry to hear about your experience. 

[peterbenson]

just for the record I replied to this at 1.59pm 16/09/16. Lets see how long it takes for a response.

[peterbenson]

well the response was quick.thank youRahim, I really value the great advice to ring 191 on a phone I get no reception on ,or go on live forum etc. Absolutely brilliant and of no use whatsoever.

[peterbenson]

just to check is there anyone at vodafone that doesn't use stock phrases but their own words, because I haven't found one yet